RETURNS

We accept returns within 14 days of delivery, provided they are eligible and meet the below return rules.

- Full price items are eligible for a refund or store credit.

- Final sale items are not eligible for return at all — unless stated by Australian consumer law.

- Discounted items can be retuned for a store credit or size exchange* only (this excludes orders placed with a welcome code)

- All returns must be unworn and in original condition - they must be returns with all tags and hygiene stickers attached, and in their original Ochre Lane garment bags.

- All return items must be free from all marks - including deodorant and body care products, lint and hair.

- Return received outside of the 14 day returns window will be rejected and returned to sender.

- All returns must have proof of purchase.

*exchange returns are available within Australia only.

RETURN SHIPPING

Return shipping costs are the responsibility of the customer, except where required under Australian Consumer Law.

Prepaid returns labels are provided to all Australian orders when submitting your return - the cost of this label is deducted from the return amount.

If a returned parcel does not arrive at our warehouse and a valid tracking number cannot be provided, Ochre Lane will be unable to process the return.

FAULTIES

If you believe a product is faulty, contact us immediately with your order number, a description of the issue, and photos showing the fault.

After assessment, if the fault is confirmed, we’ll replace, repair, or refund as per ACL. If no fault is found, you may be responsible for return shipping.

PRE-ORDERS

From time to time, items may be offered on pre-order. Delivery dates are estimates only; delays may occur. We recommend purchasing our "Jump the Queue' service at check out to avoid dispatch delays when the stock arrives — it may take up to 72hrs for pre-orders to be dispatched. If pre-order dates change substantially, we will notify you and give you the option to cancel. All products are subject to availability. We may decline or cancel an order if a product is out of stock or for any other reason before dispatching.

PROMOTIONS & STOREWIDE SALES

Promotional codes or offers are valid under the conditions stated when they are offered. Only one promotional code may be used per transaction, unless explicitly allowed. Items purchased during a site-wide sale or discounted by $20 or more (and not marked as final sale) are not eligible for a refund. Read our full returns policy and view any sale specific terms & condition pages (e.g. Black Friday / Birthday Sale T&Cs).

Promotions are valid for orders placed during the advertised dates and can’t be retroactively applied to previous purchases.

GIFT CARDS

Gift cards and store credit: valid for 3 years from issue (unless stated otherwise in a promotion). Not redeemable for cash.

If an order paid in part by gift card or store credit is cancelled or returned, the amount attributable to the gift card/credit is returned as store credit.

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